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A warranty defines how physical goods bought by customers can be replaced, either free of charge or upon payment, within a specific period after the purchase. Warranties are provided based on configured warranty policies that provide the rules that the warranty follows. Warranty policies establish the physical goods covered by the warranty, the period following their purchase for which the warranty is valid, and the cases in which the warranty offers a free replacement. Warranties are then automatically applied by the system on physical good during the sale. As there can be multiple warranty policies in effect applicable to a physical good, the latest warranty policy set up in the system is the one applied.
Major features
- Automatic application of warranty to goods sold through jobs but not to rented goods
- Automatic determination of warranty coverage of a good through service requests
- Transferring warranty coverage between exchanged items
- Billing of replaced physical goods with warranty coverage
- Moving damaged replaced items to specific warehouses
- Preview warranties used through dashboards
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Multiple warranty policies can be set up and the most appropriate one will be automatically applied at the time of sale or swap of the good provided the conditions defined in the policy are met, and the policy has an 'Effective' life cycle state. The life cycle state can be changed between 'Effective' and 'Not Effective' using the dedicated action.
Warranty policy fields
The table describes the sections of Warranty Policy Data Entry page, and explains how the fields in the page are used.
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| Main Information | |||
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Duration: Determines the period for which a physical good will be covered by the policy, and can be configured in Days, Weeks, Months, Years Life Cycle State: The Life Cycle State of the Warranty Policy which can be: 'Effective' or 'Not Effective'. Note that only 'Effective' warranty policies can be applied on physical goods. Company Responsibilities: a free text area that describes the obligation of the retailer regarding the coverage of the Physical Goods by the Warranty Policy. Customer Responsibilities: a free text area that describes the obligation of the customer regarding the coverage of the Physical Goods by the Warranty Policy. | |||
| Validity | |||
The period during which the warranty policy is available to be used when selling physical goods and is defined by an Effective and an Expiration Date.
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| Coverage for Physical Goods | |||
The physical goods that can be covered by the policy. Specific products, product types, product brands, or product families can be defined. Each policy must include at least one of the aforementioned product categories which can only be traceable Physical Goods can be specified. | |||
| Allowed Coverage Reasons | |||
Coverage Reason: Define the reasons listed and available for selection when replacing a physical good which is covered by a warranty policy. For each reason use Provide Coverage field to indicate whether or not a replaced physical good (using this reason) will be covered by the warranty policy. (i.e. replaced for free or replaced with charge)
Replacement Under Coverage Policy: For each reason, the 'under coverage' policy to be used following the replacement must be selected. The available options are:
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| Allowed Organisational Units | |||
| The Organisational Units to which the user that sells or swaps the physical good should belong to for the warranty policy to be applied on the physical good. | |||
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Customers at any point may request to replace an owned physical good for various reasons; for example, due to a technical issue, or because they good has been stolen or because they would like to upgrade to a new one. If their existing physical good is under warranty, the system has the capability to to check whether the replacement will be done for free.
When a customer requests a replacement of an owned physical good, a job of fulfillment scope 'swap subscription installed item' or 'replace physical good' must be used. The system considers the warranty policy applied on the existing physical good (if any) and according to the user-selected coverage reason determines whether to:
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- Create a new Job of a type following having either a 'swap Swap subscription installed item' or 'replace Replace physical good' fulfillment scope and provide the contact and account details, in order for the system to load the customer's physical goods.
- In the Items section select under the respective tab 'Requested Subscription Physical Goods' or 'Requested Physical Goods To Be Replaced' (depending on the fulfillment scope of the job), the physical good to be replaced
If the warranty still covers the physical good then the following related information is made available.
- Warranty policy: Displays the name of the warranty applied on the good.
Click on the link to view the applied Warranty. - Coverage Reason: Select the coverage reason from the drop down list.
Covered: Once the reason is specified the Covered value is set. The value can either be 'Yes' or 'No'.
No = The new physical good will be charged
Yes = The new physical good will not be charged
- Warranty policy: Displays the name of the warranty applied on the good.
Proceed with providing the rest of the information required to save and complete the Job
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Checking warranty coverage through service requests before replacement
Service requests can be used to check for the coverage of faulty hardware items, available when the item is under valid warranty before a new job is created to actually replace the good.
- Create a new Service Request and provide the contact and account details, in order for the system to load the customer's physical goods.
- In the Affected Products section select under the respective tab 'Affected Physical Goods' the physical good in question
- Check for coverage by selecting the coverage reason from the drop-down menu. The covered field indicates whether a free replacement is available.
If the customer wishes to proceed with the replacement you can then plan a job through the Service Request page to replace the physical good.
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Dashboards make information regarding the key performance indicators of the progress of the available applied warranties from a single integrated view. Dashboards are made up of components such as charts and summary tables. Refer to Dashboards for Dashboards for information on their use and set-up.
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Physical Goods Covered represent Physical Good sold with a Warranty and which are still covered by the Warranty, while Physical Goods Sold represent Physical Good which were sold or replaced based on the specified warranty policy and may or may not still be under Warranty.
Printouts
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A Printout printout displays all the information contained in a associated to the warranty of an installed item. It is available through the Data Entry page of Installed Items in one of the following formats: HTML, XLS, CSV, RTF, PDF.
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